Sector — property maintenance
Software for reactive repairs and property maintenance
Estimark runs a property maintenance operation on priority-driven SLAs: emergency repairs target a 4-hour response and 24-hour fix, urgent 24 hours and 72 hours, and routine 3 days and 28 days — with the clock running from the moment the repair was reported, not from when someone triaged it.
What actually goes wrong
The clock starts when you notice
If the SLA runs from triage, every repair that sat in an inbox for two days quietly looks compliant.
Residents ring the office
Every report costs a phone call, and the detail you actually needed — the photo, the access note — is missing.
Appointments get missed
A whole-day window nobody can take means a no-access visit, an aborted call and a second truck roll.
The rate you invoiced is not the rate in the contract
A schedule of rates that has been re-issued since the works order was raised silently re-prices old work.
Sector — how it works
What are the SLA targets?
Four priorities, each with a response target and a completion target, applied automatically when the repair is triaged and measured from the time it was reported.
| Priority | Response target | Completion target |
|---|---|---|
| Emergency | 4 hours | 24 hours |
| Urgent | 24 hours | 72 hours (3 days) |
| Routine | 72 hours (3 days) | 28 days |
| Planned | 7 days | 90 days |
- A repair moves through reported, triaged, assigned, in progress and completed, with a timestamp at each step.
- Arriving at a booked appointment satisfies the response clock automatically.
Can residents report a repair themselves?
Yes. Every property has its own unguessable reporting link that opens a public form — no login, no account, no app.
- The resident sees the property reference, address and the managing company, so they know they are in the right place.
- They can attach a photo and an access note, and give a contact name and number.
- A resident report lands as untriaged with no priority and no SLA clock, so your team sets the priority deliberately.
- The link is rate-limited, and turning a property inactive turns its link off.
How do appointments work?
Appointments are booked into windows residents will actually accept, and every stage of the visit is timestamped.
- Windows are morning (8am–1pm), afternoon (12pm–5pm), all day (8am–5pm), a school-run-friendly 9:30am–2:30pm, or a specific time.
- Status runs proposed, confirmed, en route, arrived, completed — with no access, cancelled and rescheduled as real outcomes.
- A no-access visit records a reason and a link to the evidence, so an aborted call is defensible.
- Appointment durations can be driven by the standard minute value on the schedule-of-rates item.
NoteConfirmation, reminder, “on my way” and satisfaction messages by SMS or email are the Customer Comms bolt-on at £29/month, and are sent per appointment rather than by an automatic reminder schedule.
Can I price work on a schedule of rates?
Yes. The Schedule of Rates bolt-on is £199 a month and holds coded, versioned rate sets with per-client uplifts.
- A rate set has a version, a source and effective-from and effective-to dates.
- Each item has a code, description, unit, rate and a standard minute value, and rate sets import from CSV.
- A client agreement carries an uplift percentage, so a contract at “rates plus 4%” prices itself.
- A measured line snapshots the code, description and rate at the moment it was measured, so a re-issued rate set can never silently re-price an issued works order.
NoteThe structure is NHF-style. No NHF rate data ships with Estimark — you import the rate set your contract uses.
What about stock in the van?
The Van Stock bolt-on is £79 a month and tracks stock across vans and stores, with consumption booked to the job.
- Transfers between a store and a van, and between vans, are recorded.
- Reorder levels flag what needs replenishing.
- Field mode works offline, so stock used on a site with no signal is queued and syncs when the van gets a bar.
The repair engine, in numbers
- Emergency
- 4h response / 24h fix
- Urgent
- 24h / 72h
- Routine
- 72h / 28 days
- Planned
- 7 days / 90 days
- SLA clock starts
- When reported
- Resident portal
- Public link, per property
- Reactive Maintenance
- £299 / month
- Schedule of Rates
- £199 / month
Bolt-on
£299/month
Reactive Maintenance is a paid bolt-on that sits on top of any plan. It is never bundled, so it is not quietly given away with a trial and then taken back.
What you get
- Property and asset register with a reporting link per property
- Priority-driven SLA targets with overdue counts
- Contractor and operative assignment
- Appointment windows with en-route and arrival tracking
- Public resident reporting portal
Related bolt-ons: Schedule of Rates £199/month, Property Compliance £149/month, Void Management £99/month, Van Stock £79/month, Custom Forms £49/month, Customer Comms £29/month. Add these to a Core plan at £99/month or Pro at £249/month.
Questions
Property maintenance — frequently asked
What are Estimark’s reactive repair SLA targets?
Emergency repairs target a 4-hour response and a 24-hour completion, urgent 24 hours and 72 hours, routine 3 days and 28 days, and planned work 7 days and 90 days. The clock runs from the time the repair was reported rather than from triage.
Can tenants report repairs without an account?
Yes. Each property has its own secure reporting link that opens a public form with no login. The resident can attach a photo and an access note. The repair arrives untriaged with no priority set, so your team assigns the priority and starts the SLA clock deliberately.
Does Estimark send me an alert when an SLA is about to breach?
No. Overdue response and overdue completion are computed whenever you look — flagged on each repair and counted across the whole register in a summary. There is no automatic breach email or escalation.
How much is the reactive maintenance module?
Reactive Maintenance is £299 a month as a bolt-on to any plan. Schedule of Rates is £199 a month, Property Compliance £149 a month and Void Management £99 a month.
Related
Reactive maintenance & Awaab’s Law
Priority SLAs, statutory damp and mould timescales, resident reporting portal.
For housing associations & councils
Awaab’s Law timescales, the Big Six compliance register and void turnaround.
For plumbers & heating engineers
CP12s, appointment windows, maintenance contracts and van stock.
Offline field mode
Installs to the home screen, works with no signal, queues and replays your work.
Try it on a real job.
Fourteen days, full access, every plan. No implementation fee.