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.

Video: YakShaver - fix the broken Coffee Machine ☕️ ❌ (1 min)

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”

Tip: Use a tool like YakShaver on your phone to create PBIs in seconds! This will ensure your issues are logged, tracked, and resolved efficiently - saving time, reducing confusion, and improving everyone’s work environment.

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

Tip: Use @mentions in the PBI, or if you’re reporting via Teams or email, e.g. “@John Smith @Sarah Jones”.

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"

ssw rules best way to report an office defect v3 — Figure: What information should you include when reporting a defect

Examples


From:	Hugo
To:	Jean
Subject:	Coffee machine is broken

Hi Jean

The coffee machine is broken. Can you call someone to fix it?

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

defects pbi example — 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.