Automated Maintenance Updates SMS Pilot

Automatic SMSs updating tenants on their maintenance requests are being trialled in the Gawler area during May and June 2024.

For further information, refer to SMS Pilot Workflow and Informing Tenants - MCC Script Guide.

Record Tenant Option for Automatic SMS

Review the Key Details on the Property Profile to identify if the property is eligible for the pilot.

Raise the works order as required ( Raise a Works Order).

On the Works Order step:

from the Send SMS drop-down, select whether the tenant has agreed to received SMS
if the tenant has agreed, in the Comments field, enter 'T has opted in to receive maint sms'
if the tenant has not agreed, in the Comments field, enter ‘T has opted out of receiving maint sms’.

Automatic SMS Templates

Tenants who opt in to receive updates will receive a maximum of two of the four SMSs; when the works order has been issued and when it has been completed or cancelled.

Initial SMSs providing tenants a confirmation that an order has been raised and assigned to a Head Contractor will direct them to contact the Downer contact centre for any updates on the work.

	SMS to Tenant
Communication 1 – SMS to confirm works order has been issued.	Maintenance request <Works Order Ref Number> for <trade(s)> work has been issued to a maintenance contractor. We expect you to be contacted <target commencement as per priority>. Please call <Downer Number> and provide the reference number for any queries.
Communication 2 – SMS to state works closed due to Non-Access	Maintenance request <Works Order Ref Number> for <trade(s)> work has been reported as closed as our contractor could not access your property. If the work is still required, please call 131 288 or raise a new request in Housing Connect (link) for non-urgent repairs.
Communication 3 – SMS to tenant after works are completed.	Maintenance request <Works Order Ref Number> for <trade(s)> work has been reported as complete. For any further enquiries, please call 131 288 or raise a new request in Housing Connect (link) for non-urgent repairs.
Communication 4 – SMS to tenant after works are cancelled or completed due to inability to perform work.	We have been advised by our contractor that maintenance request <Works Order Ref Number> for <trade(s)> work has been closed. We understand that in some cases additional works may still be required. If the work is still required, please call 131 288 or raise a new request in Housing Connect (link) for non-urgent repairs.