Repair and works order. A printable works order — what was reported, what was authorised, who is doing it, what access was arranged and what the tenant was told.

A works order is the document that sits between a tenant reporting something and it being fixed, and almost every complaint about repairs is about that gap rather than about the work. The fields that matter are the ones that record time: when it was reported, when it was authorised, when access was agreed, when it was done.

Landlord authority is on the form because it is the most common cause of delay in managed lettings and the one nobody records. A repair waiting three weeks for an absent landlord to approve a quote is a different failure from a contractor who did not turn up, and an agent who cannot show which it was carries the blame for both.

Access and appointments are recorded with the tenant's agreement noted. A missed appointment is the second most common cause of delay, and a record showing the tenant agreed a slot, or did not respond to three attempts, is what distinguishes a landlord's failure from a tenant's.

Telling the tenant it is finished is a separate line because it is routinely skipped. A repair completed and never confirmed is, from the tenant's side, a repair still outstanding — and it is how a closed works order becomes a complaint.