Ellis Services GroupKeeping access information with the repair request
Property access can influence how a maintenance enquiry is coordinated. Include the on-site contact, notice requirements, building-entry information, parking notes and any relevant strata or building-management detail with the issue description.
Access contacts and private entry information
Avoid including unnecessary sensitive information. Access codes and occupant information should be shared through an appropriate channel and only for the service request.
When the scope or access arrangements change, update the same request record so people are working from the current information.
Property entry and equipment access
Access to the front door is not always access to the installation. A hot-water unit may be behind a locked gate, a fixture may be inside an occupied room and a shared equipment area may need building-management coordination. Tell the service team which relevant spaces can be reached and who will provide entry.
For apartments, include the unit and building reference, concierge or lift arrangements and practical parking instructions. For other premises, provide gate or site-contact arrangements. Do not enter a hazardous or restricted area to check access; advise us of the restriction so the visit can be planned.
On-site contacts and changed entry arrangements
Identify the person who can answer the door or coordinate the visit, and who should be contacted if the agreed entry arrangements change. Keep the current access window and instructions with the same booking record rather than scattering updates across unrelated messages.
Access permission and repair-cost approval are separate matters. An occupant who provides entry may not be authorised to approve extra work. Use our work-order approval guide to record the decision-maker alongside the repair scope.
Private access information for repair visits
Share only the personal and access information necessary for the service visit. Do not publish keys, entry codes, occupant schedules or identity documents on a public page or photograph. Ask the service contact which private channel is appropriate for sensitive entry instructions.
You can begin with the address and fault description even if access is still being arranged. Our property maintenance service coordinates the relevant contact and approved scope. For a hot-water repair or fixture installation, mention the equipment location as well as the property entry arrangements.
Repair-visit access questions
What if the occupant cannot attend the agreed visit?
Contact the team to update access arrangements rather than assuming the original instruction remains workable. Confirm who will provide entry and whether access to the actual equipment is available.
Should I put alarm codes or keys in the enquiry form?
Do not include unnecessary sensitive entry information in a general enquiry. Confirm with the team how any required private access details will be shared for the agreed visit.