This article aims to give you a complete overview of the Works Order process which you can access from the Maintenance section on each of your blocks. 

We will start with explaining the differences between 'approval' and 'work process' as they are independent. Then explain a step by step process of creating a sample works order. 

A Works Order is a block-specific entity therefore to start working with it you need to first select a block and then navigate to 'Block' > 'Maintenance' > 'Works Orders'

The Works Order function enables us to manage jobs from the beginning to the end in one place. Within the Works Order section the system maintains its standard layout of Messaging (recipients being suppliers and leaseholders), Reminders, Create documents (for example S20's or Works Orders) and set up S20 reminders. You also have access to file storage and a complete time & user log of changes. 

PLEASE NOTE: A works order links only to one job against a specific category and undertaken by one specific supplier. For example, if repairs were budgeted for the main building and car park separately under categories 'General Repairs' and 'Car Park Repairs' two separate Works Orders need to be created even if both are undertaken at the same time by the same supplier.

Works Orders consist of two processes 

Work Process: covers gathering quotes, instructing work, monitoring work, adding invoices and paying suppliers.

Approval Process: allows you to approve Quotes/Work to be done, trigger a S20 Consultation or reject a Works Order. 

Both of these processes are independent so it is up to us how we would decide to use them. Each step is recorded with a date and time so we can clearly see if work has been instructed correctly after getting an approval. 

The diagram below shows in detail the workflow for each of these processes:

To begin we will create a new works order. In our block we will navigate to 'Block' > 'Maintenance' > 'Works Orders' on the left-hand side menu and then press the 'New Works Order' button.


a) A Works Order reference number will automatically be created by the system in numerical order. This can be edited manually if required.

b) Content in the 'Description' field will be automatically populated from the instructions written in Quotes and Work tabs. This can be manually edited if required.

c) In Maintenance Category drop down on the top of the list will be recently budgeted categories

Once these steps have been completed a new Works Order with the status 'New' is created and we can start working with it using the available tabs.

- Details Tab - allows you to amend originally inputted details

- Workflow Status Tab - allows us to change the approval status, trigger a S20 and assign two statuses in the work process. 

  • Here we can assign two statuses for the Work Process. First, is Waiting for Quotes (picture below) and second is Waiting to Instruct.
  • A S20 has two embedded stages: Notice of Intention and Statement of Estimates. Each of those has its own message and document template. Triggering any of them will create a task for the agent with a due date 30 days from the send date (you can change this date in the Tasks tab if required). It will not aromatically send any message but it will give you such option. 


a) There is no template for Notification of Award Contract as this last step will be always Works Order specific. In this case, we would recommend using the Messaging service or Mail Merge facility to notify leaseholders.

b) Clicking an Envelope icon on any step of S20 will send a message (with pdf attachment) to all leaseholders and directors. The message can be customised in Settings/Templates/Message Templates.

c) After triggering the S20 Notice of Intent, we will be given a text field called 'Consultation Comments (for Statement of Estimates)' in which any observations can be typed and then pulled into the document generated on the next stage.

d) Please be aware that you might need to add the following code to your document template to pull the content of the consultations box <\ <Content Select="./StatementOfEstimatesNotes" /> #>



a) Each step for both processes can be retracted but will leave a record in the Workflow Status tab. Please see picture below.

- Quotes tab - you can add quotes / estimates here to email to supplier(s) or to download all.

  • When you are adding quotes you will be able to select either from the suppliers who have the same category selected in their profile as the one for your Works Order (drop down), or any other supplier from the global list by selecting the little black book next to the supplier field.
  • You can send an attachment (up to 20 mb) together with your quote request. They can be added using the 'File' icon under the 'Quote instruction field'. When the file is added, the icon will turn green. You can only add files if a works order is not instructed.
  • When you click Email Supplier for a Quote, a selected supplier will receive an email message with quote instructions. In the absence of email, for example printing and posting a Quote request, click Quote Requested Manually and Resident will record the date and user who clicked it. You can edit the message template in Spanner/Agency/Document Template. Please see example below in which the supplier 'Guardian Angels' had been emailed and 'TV and Phone Repair Man' contacted manually.

  • When you Download All Quotes the quote marked as 'Is Preferred' will be shown separately. A list of all quotes will be also included with the second step of the Section 20 (Statement of Estimates) Consultation.

- Work tab - you can instruct work here for a selected supplier (quoted or not) and then email or download the Works Order.

  • You can select supplier from quoted ones or from the global list.
  • You can attach a file here (up to 20 mb), which will be emailed together with your works order.
  • You will be automatically prevented from instructing works orders in which the quoted amount exceeds your Money on Account. If you would like to switch this restriction off it can be done in Settings/Agency Details and is called 'follow RICS'.

- Invoice tab - This is where you can add invoices from the supplier. This tab becomes available only after Instructing Work.

You will always have a set of generic sections available on the side menu where Messages, Tasks, Files, Notes and Logs are being kept.

Final Remarks:

a) A Works Order is logged with the status 'Completed' either if you add a supplier invoice and then pay it in full or after you marked it manually as Completed in the Workflow Tab. You will be able to do this only after marking the work as finished.

b) You do not have to have Quotes to be able to Instruct Work.

c) All documents/letter templates (S20 Notices, all Quotes list and Works Orders) are available in Settings/Templates/Document Templates