Do you know the best way to report an office defect?

When a defect occurs in an office (e.g. a broken coffee machine, faulty air conditioning, or leaking tap), it’s crucial to report it with enough detail so that the Property Manager can take quick and accurate action. Many issues get delayed or mishandled because the initial report is missing key details like location, urgency, or who has been informed.

Good reporting not only helps the Property Manager resolve issues faster, it also improves turnaround time (TAT), feedback, and follow-up communication.

When reporting a defect, always make sure your message is clear, complete, and actionable.

Use a backlog

• Create a PBI (Product Backlog Item) in your maintenance backlog titled “Defect – {{ BRIEF DESCRIPTION }}"
• Add a note to the broken item (e.g. sticky note) with the PBI number as per the rule: Office environment - Do you label broken equipment?
  This is so that others can track progress and updates.
  Example: “Created PBI: Defect – Broken coffee machine in SSW France kitchen”

Key details to be included

1. Location

Start broad and zoom in:

• Office name → floor → area → exact item
  Example: “SSW Brisbane→ First floor → Kitchen area → The counter next to the sink”

2. Urgency and impact

Does the defect affect your productivity or safety? If yes:

• Clearly state the impact
  Example: “Can’t use meeting room due to flickering lights”
• Mention any temporary fix you’ve applied
  Example: “Taped over the exposed wire until repaired”

3. Ensure you inform responsible parties

Inform the people who is aware of the problem. Always include:

• The Head of Office
• The Property Manager

4. Historic information

• Note any past occurrences or related maintenance
  Example: "Coffee Machine keeps jamming; it was repaired in last month with the same issue"

Figure: What information should you include when reporting a defect

Examples

❌ Figure: Bad example - Emails are easily lost or forgotten. The coffee machine will never get fixed!

✅ Figure: Good example- Clear and includes all the essential details for fast action and tracking

Consistency in reporting helps ensure that all offices communicate defects in the same clear way - improving turnaround time, transparency, and accountability.