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Work address record

Help Centre Guide: Understanding the work address

Updated this week

A work address is a location where work is carried out that’s different from the customer’s main address, such as a tenant’s home, a construction site, or a commercial property. Each work address is linked to a specific customer, helping you keep accurate records of where each job takes place.

You can add multiple work addresses to one customer, making it easy to manage jobs across different sites. Once set up, the work address becomes the central point for related jobs, estimates, and opportunities, keeping everything organised and tied to the correct location.

View Work address

➡️ Navigate to the customer > "Work address" tab

All the work addresses associated with this customer will be displayed.

Work address tab

By default, the page will display active work addresses.

  • Search: Look for a specific work address.

  • Quick Filter: Filter work addresses by active or dormant status.

  • Add New Work Address: Create a new work address for the customer.

  • Download: Export the list of work addresses to Excel.

  • Print: Print the list of available work addresses.

  • Actions:

    • View: See the ongoing work, history, and any assigned service jobs for this work address.

    • Edit: Modify the work address information.

    • Delete: Remove the work address.

Add new work address

There are two ways to add a new work address to a customer:

➡️ Navigate to the customer

  • Work address tab > Add new work address

  • Quick links > Add new work address

Landlord:

  • The landlord is the individual or entity who owns the property. The landlord holds the legal title to the property and has the authority to make decisions regarding its use and upkeep. Once you add a landlord, you cannot delete it. If no landlord details are entered for this work address, you can add them here.

  • Existing landlord - Search for the landlord's name.

  • New landlord - Add new landlord > Enter landlord details > Save.

Address:

  • Ensure Address Line 1 and Postcode are completed accurately, as they are required for the scheduling engines to function properly.

Communication preferences:

  • Tick/untick communication preferences as required.

  • SMS communication preference will not show if the SMS module is inactive.

  • You can edit the communication preferences as needed.

  • For instance, providing the email address later requires manual activation of email communication preferences.

For more information, refer to the communication preference setup guide.

After creating or selecting a work address, you'll be taken to its details page. While the layout may vary slightly, the overall structure and purpose remain the same.

The record includes several tabs, with the default being All Works, which combines both Ongoing Works and History, giving you a complete overview of all activity at that location.

Left Side Panel

Once the work address is added, the left side of the page contains various sections, replacing the old Property tab. The information displayed in each section can be customized, along with the order in which they appear, with the exception of Customer Details and Who’s Viewing, which are locked in place. To edit these fields, scroll to the bottom of the page and click Edit Views. Customisation is done at a user level, allowing each user to have a personalised view for all customer and work address types.

  • Mini-map: Displays the work address's map for quick reference.

  • Icons:

    • Work address Status Icon: Shows the current status of the work address (e.g., active, inactive).

    • Debt and Debt Age Icon: Displays any outstanding debt and its age, allowing easy tracking of overdue payments.

    • Account Credit Icon: Indicates if the work address has any account credit.

  • Customer Details: Contains the customer’s contact details and address.

    • Clicking the phone number will initiate a call through an integrated phone system (if set up), and clicking the email opens the email builder directly.

  • Work address Details: Contains the work address contact details and address.

    • Clicking the phone number will initiate a call through an integrated phone system (if set up), and clicking the email opens the email builder directly.

  • Service Reminders: Now located here after the reminders tab was removed.

  • Other Details: Always visible for quick access of the details.

  • Technical References: Always visible and accessible for editing, making key details immediately available.

  • Contracts: Displays the contract details associated with the customer.

  • Service Plan: Displays the service plan assigned to a customer.

  • Edit views: This side panel is customisable at the user level, allowing users to change the order of blocks and choose which details to display. Any changes are saved automatically for each user.

Work address Record Tabs

All Works

➡️ All works tab

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The Customer Record loads on the All Works tab by default, which contains two main sections:

  • Ongoing Works: Displays all current estimates and jobs for the work address property. View or add new works from this section. Users can adjust the number of entries displayed, allowing up to 100 items on one page. This makes it easier to find jobs without having to navigate multiple pages.

  • History: The history on a dashboard is simply a list of past records for previous works. It displays the entire history of works, including estimates, invoices, and jobs marked as completed, aborted or free of charge.

The default view displays all past jobs (completed/aborted), credit notes, estimates, opportunities and invoices sent to the work address. With a large number of work addresses (eg. estate agent customers), the filters can be used to reduce the number of records displayed.

Communications

➡️ Communications tab

This tab provides a complete overview of communications with the work address, pulling data from multiple sources in Commusoft to ensure no information is missed.

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Key features include:

  • Pinned Notes: Important notes are prominently displayed at the top of the page with a red "Important" label, ensuring they are always visible.

  • Add Records: Users can add records such as notes, emails, and calls, and use the star icon to pin important records for quick access from the toolbar.

Scheduled Activities: This feature has replaced the old service reminders and allows you to add and manage scheduled activities directly from this tab, such as follow-up calls or maintenance schedules.

Contacts

➡️ Contacts tab

The Contacts tab stores the work address’s contact information.

  • Clients can edit contact details and add additional contacts using the Add new contact button.

  • Clicking a contact’s phone number or email initiates a call or opens the email builder.

Adding a Contact

  1. Click Add new contact

  2. Enter contact details

    • Title: Select from dropdown.

    • Name: Type work address customer's first name.

    • Surname: Required field.

    • Office: Click field name to change phone number type

      • Click flag to change area code

      • Type phone number

      • Add phone number

    • Position: Role of the contact person.

    • Email: Email address of the contact person.

    • URLs: Add any active Twitter, Facebook, and LinkedIn URLs for the contact.

  3. Set the customers Communication Preferences: When entering information in a field that relates to a communication preference, the preference is ticked automatically. Tick/untick the preferences as per the customer's request.

  4. Click Add contact to save the record.

If a customer is not receiving an automatic communication, check that the preference is selected for their contact.

SMS preference will not display if SMS is not enabled on your account.

Managing a contact

Once the contacts are added, they will be displayed in the list under the Contacts tab, where they can be managed.

Set a clear point of communication with a primary contact for private customers. All documentation for this customer will be addressed to this contact, and this contact name will be displayed in the details side panel.

Setting a primary contact

➡️ Contacts tab > Actions column > Click Set as primary contact > Type Primary > save.

The primary contact is only available for Private customer type(s).

Editing a Contact

➡️ Contacts tab > Actions column > Click Edit > Amend > Save.

Editing a contact will update all historical data.

Deleting a Contact

➡️ Contacts tab > Actions column > Click Delete > Type Delete > Click Delete.

Deleted contacts cannot be restored

Assets

➡️ Assets/Appliances tab

The Assets tab lists all assets associated with the work address’s property. Adding an asset to a customer or work address helps maintain accurate records of all appliances, providing staff access to necessary information. These asset records also help pre-populate fields in certificates for efficient management. Assets are identified by their technical reference, which can be edited at any time.

Add a new Asset

In the Assets tab, you'll find a list of any assets already associated with the property.

  • Click "Add New Asset".

  • You'll be taken to a page to fill in the asset details.

  • Enter the asset Information

  • Complete the form with all relevant details about the asset.

  • Mandatory fields are marked with an asterisk (*), and must be filled out before proceeding.

  • Click 'Save' once all necessary information has been entered to save it to the property.

Check this guide out for more information on Assets.

Files

➡️ Files tab

Steps to attach files:

  • Click on 'Add file'

  • Choose the required file by hitting on 'Click to upload a file' button

  • Upload the file and click Save.

Check this guide out for more information on supported file types & Attaching files

Quick Links

➡️Quick links

Invoice addresses

  • The landlord's invoice address and work address invoice address can be enabled or disabled by the edit option.

  • Click "Add new invoice address" to add a new invoice.

  • If it is enabled, then the address will show in the invoice addresses section.

  • Invoices are typically addressed to the main customer, but modifications may be necessary for specific situations, such as including a different name or address on the invoice PDF. However, the owner of the invoice remains the main customer, ensuring the invoice is accurately recorded in the correct customer account.

Service plans

Select Service plan

A service plan is a comprehensive document detailing tasks, materials, costs, warranties, and other conditions related to a specific service. It acts as a roadmap, ensuring all aspects of the service are outlined and agreed upon.

Adding a Service Plan

To add a new service plan,

Profile icon > Settings > Customers > Service plans

  1. Name the service plan in the field 'Service plan' placed under add a new service plan.

  2. Add the necessary details if required.

  3. Click "Add service plan" upon completing it.

Managing a Service Plan

Upon adding the service plans, they will be displayed on the left side of the page, where they can be managed.

To edit the service plans,

➡️ Click Edit > Amend > Click Save service plan

To delete the service plans,

➡️ Click Delete > Type delete > Click Delete

How to Assign a Service Plan to a Work address

Once the service plan has been created, you can assign it to the work address record where it applies.

➡️ Locate the customer record > Work address > Quick links > Service plans > Add new service plan.

Upon navigating to the service plans option, follow the steps below.

  • Choose plan: Select the desired service plan from the dropdown to assign it to a customer.

  • Set Expiry Date: Define the end date of the service plan.

  • Invoice address: All the available invoice addresses will be displayed. Choose the relevant one.

  • Save: Finalise the service plan.

Linked addresses appear under "Properties" associated with the customer.

Managing the assigned service plan

Upon assigning the service plans to a customer, they can be managed if needed.

Edit service plans

➡️ Click Edit > Amend > Click Save

Delete service plans

➡️ Click Delete > Type delete > Click Delete

Export all work address data

  • You can export and download all files and data related to this work address.

  • Once the export is complete, the system will notify you, and a ZIP file containing the information will be available for download.

Delete work address

When you delete a work address, all associated data will also be permanently removed from your system. This action cannot be undone.

The following linked records will be deleted:

  • Estimates

  • Jobs

  • Invoices

  • Payments

  • Notes and communications

  • Assigned contacts

  • Files, assets, and more

Only delete a work address if you are certain it is no longer needed. Consider exporting data before deletion if you require a backup.

Managing work address

Accurate work address details are essential for completing tasks correctly, ensuring users are directed to the right property, and maintaining accurate historical records.

If a mistake is made or additional occupier contact information is provided, editing the work address ensures details remain accurate.

Edit Work Address

➡️ Work address record > Edit > Amend as required > Save

Landlord

➡️ Existing Landlord

  1. Click the drop-down field

  2. Begin typing the name

  3. Select from search results.

➡️ New Landlord

  1. Add new landlord

  2. Enter details

  3. Save.

Edit Work Address Details

  • Amend customer details (Surname required).

  • Amend property address (Address line 1 required).

  • Set status (Active/Dormant).

Edits affect all historical records.

Other Details

  • Building Type: Select from the drop-down.

  • Vacant Property: Select from the drop-down.

  • After Sales Communication: Tick to enable or untick to disable.

Communication Preferences

➡️ Tick/untick preferences as per the customer's request.

Delete work address

➡️ Delete > Type Delete > Delete

By deleting a work address, estimates, jobs, invoices, and payments associated with the work address will be deleted. A deleted work address cannot be recovered.

A work address cannot be deleted with pending invoices or credit notes.

You can also merge/transfer work addresses from one customer to another.

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